Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company

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This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it ope...

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Detalles Bibliográficos
Autores: Barros Enriquez, José David, Villafuerte López, Milton Iván, Avemañay Morocho, Ángel Moisés, Socasi Gualotuña, Miguel Santiago, Bustillos Molina, Irene Teresa
Formato: artículo
Fecha de Publicación:2025
Institución:Universidad Señor de Sipan
Repositorio:Revistas - Universidad Señor de Sipán
Lenguaje:español
OAI Identifier:oai:revistas.uss.edu.pe:article/3001
Enlace del recurso:https://revistas.uss.edu.pe/index.php/ING/article/view/3001
Nivel de acceso:acceso abierto
Materia:process optimization
queue management
improvement cycle
DMAIC
operational performance
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spelling Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications companyBarros Enriquez, José DavidVillafuerte López, Milton IvánAvemañay Morocho, Ángel MoisésSocasi Gualotuña, Miguel SantiagoBustillos Molina, Irene Teresaprocess optimizationqueue managementimprovement cycleDMAICoperational performanceThis work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processesUniversidad Señor de Sipán2025-12-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://revistas.uss.edu.pe/index.php/ING/article/view/300110.26495/pnbcse37INGENIERÍA: Ciencia, Tecnología e Innovación; Vol. 12 (2025): enero-diciembre: publicación continua; e3001Ingeniería: ciencia, tecnología e innovación; Vol. 12 (2025): enero-diciembre: publicación continua; e30012313-192610.26495/9hx73960reponame:Revistas - Universidad Señor de Sipáninstname:Universidad Señor de Sipaninstacron:USSspahttps://revistas.uss.edu.pe/index.php/ING/article/view/3001/3316Derechos de autor 2025 José David Barros Enriquez, Milton Iván Villafuerte López, Ángel Moisés Avemañay Morocho, Miguel Santiago Socasi Gualotuña, Irene Teresa Bustillos Molinahttps://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessoai:revistas.uss.edu.pe:article/30012025-12-23T15:51:27Z
dc.title.none.fl_str_mv Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
title Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
spellingShingle Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
Barros Enriquez, José David
process optimization
queue management
improvement cycle
DMAIC
operational performance
title_short Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
title_full Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
title_fullStr Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
title_full_unstemmed Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
title_sort Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
dc.creator.none.fl_str_mv Barros Enriquez, José David
Villafuerte López, Milton Iván
Avemañay Morocho, Ángel Moisés
Socasi Gualotuña, Miguel Santiago
Bustillos Molina, Irene Teresa
author Barros Enriquez, José David
author_facet Barros Enriquez, José David
Villafuerte López, Milton Iván
Avemañay Morocho, Ángel Moisés
Socasi Gualotuña, Miguel Santiago
Bustillos Molina, Irene Teresa
author_role author
author2 Villafuerte López, Milton Iván
Avemañay Morocho, Ángel Moisés
Socasi Gualotuña, Miguel Santiago
Bustillos Molina, Irene Teresa
author2_role author
author
author
author
dc.subject.none.fl_str_mv process optimization
queue management
improvement cycle
DMAIC
operational performance
topic process optimization
queue management
improvement cycle
DMAIC
operational performance
description This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processes
publishDate 2025
dc.date.none.fl_str_mv 2025-12-01
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://revistas.uss.edu.pe/index.php/ING/article/view/3001
10.26495/pnbcse37
url https://revistas.uss.edu.pe/index.php/ING/article/view/3001
identifier_str_mv 10.26495/pnbcse37
dc.language.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://revistas.uss.edu.pe/index.php/ING/article/view/3001/3316
dc.rights.none.fl_str_mv https://creativecommons.org/licenses/by/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidad Señor de Sipán
publisher.none.fl_str_mv Universidad Señor de Sipán
dc.source.none.fl_str_mv INGENIERÍA: Ciencia, Tecnología e Innovación; Vol. 12 (2025): enero-diciembre: publicación continua; e3001
Ingeniería: ciencia, tecnología e innovación; Vol. 12 (2025): enero-diciembre: publicación continua; e3001
2313-1926
10.26495/9hx73960
reponame:Revistas - Universidad Señor de Sipán
instname:Universidad Señor de Sipan
instacron:USS
instname_str Universidad Señor de Sipan
instacron_str USS
institution USS
reponame_str Revistas - Universidad Señor de Sipán
collection Revistas - Universidad Señor de Sipán
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 13.968414
Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company
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